An Approach of The Big Data Analysis on Customer Satisfaction in Luxury Wellness Resorts in Bali luxury hotels and resorts through wellness attributes Angellie Williady, Hyun-Jeong Ban
Kyungsung University
Abstract
Tourism is one of the key pillars supporting Bali^s economy and due to the COVID-19, it was facing a major drop. However, starting on April 1st 2022, the resort island of Bali is opening for inbound travelers with a more relaxed COVID-19 related regulation as a part of border opening in the Southeast Asian country after a decline in the number of cases. Alongside the border opening, wellness tourism is gaining popularity due to the post-pandemic trend and Bali is one of the best wellness destinations in the world. This study will be examining online reviews of 10 most popular luxury wellness resort in Bali through Google Travel derived from SCTM 3.0. To examine the attributes affecting customer satisfaction, this study utilized R program and UCINET 6.0 as part of data refining, processing and visualization. Followed by SPSS, used to perform Exploratory Factor Analysis and Linear Regression Analysis. This study will allow luxury wellness resort managers to know the attributes and to utilize the key attributes to perform better and to increase their visitors and with that gaining more financial benefit.
Keywords: Wellness resort, Customer satisfaction, Big data, Semantic Network Analysis, Text Mining
